Troubleshooting trackers
If you've set a word as a tracker but we're not picking it up in your recordings, follow these steps to troubleshoot the issue.
In some cases, what we transcribe in a call can be different from what was actually said. For example, if someone says "Ryan" very slowly or with a bad audio connection, we might transcribe that as "Rye" "and." So, if you've set "Ryan" as a tracker, we won't pick it up.
-
Go to Conversations > Search and look for the call where the tracker wasn't picked up.
-
On the talk track (under the recording panel), click
on the right to view the transcript.
-
Find the part of the transcript where the word is being said and see how Gong transcribed it. Make a note of the transcribed version.
-
To add this term as a tracker, click Company Settings > Customize analysis > Custom vocabulary. For more details, see When to use custom vocabulary
-
Click ADD A TERM.
-
Define the following:
TERM: Add the word you want to use as a tracker.
CLASSIFICATION: Set whether the term is general, your company name, or a company name.
APPLICABLE LANGUAGES AND ALTERNATIVE TRANSCRIPTIONS: Add the variation that was in the Gong transcription.
-
Click SAVE.
From this point on, if the synonym is used, it appears under the original tracker term.
For more questions about trackers, see Tracker FAQs